Customer Success Analyst

Summary

Join Viz.ai's Customer Success team as a CS Analyst and drive continuous improvement in CS operations to boost customer retention and growth. You will design and deploy reporting to assess customer health, manage the CS tech stack (Salesforce, Vitally, Tableau), build reports, collaborate on new processes, and bring creative ideas to delight customers. Responsibilities include presenting data, leading training sessions, and resolving issues to enhance team efficiency. Success involves significantly improving team quality and efficiency, optimizing tools and systems, and identifying areas for improvement in customer service. You will build strong relationships with cross-functional teams and become a go-to resource for data analysis and creative problem-solving. The role requires 3+ years of analytical experience, advanced analytical skills, proficiency in Excel and Tableau, and excellent communication skills.

Requirements

• 3+ years of experience in an analytical role (sales operations, quantitative analyst, consulting, strategy, etc.) - who can easily work with data (namely Tableau, gSheets) and other systems to both provide reporting and identify patterns or solutions
• Advanced analytical skills and expertise with Excel (GSheets) required
• Someone who is able to ‘zoom’ in and out of the business, pairing attention to granular detail with the ability to see the bigger picture
• Excellent written and oral communication skills required
• Proficiency communicating in PowerPoint (GSlides)

Responsibilities

• Design and deploy reporting to proactively assess customer health, identify growth opportunities, and partner with the CS Team to address potential issues
• Own the overall performance and CS usage of the CS tech stack, partnering with cross-functional system owners and administrators (e.g., Salesforce Admin, IT, Data and Analytics) to ensure data integrity and to coordinate operations and processes
• Build and maintain weekly, monthly, and quarterly CS reports; establish benchmarks and identify trends to guide strategic decisions with Customer Success Managers (CSMs)
• Collaborate cross-functionally to develop new processes and reporting tools that enable the team to work smarter
• Bring new, creative ideas to the team ensure that all Viz.ai customers are delighted with our product
• Present data and lead training sessions for internal teams on best practices, internal processes, and data usage
• Be the go-to, trusted pair of hands that can resolve issues, answer questions, or take on helpful tasks to turbo-charge the CS team

Preferred Qualifications

• Clinical or Healthcare Informatics experience is a plus, but not required
• Someone who is proactive and self-directed, who can navigate ambiguity by asking good questions and making independent decisions
• Demonstrable Proficiency with Tableau (or similar reporting tool) and Salesforce preferred

Benefits

Competitive benefits, including medical, dental, vision, 401k, generous vacation, and other great benefits to full-time employees